We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 128312 results
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Decision Reference DRN-4785715
22 Jul 2024 U K Insurance Limited UpheldInsuranceDRN-4785715 The complaint Mr F complains UK Insurance Limited trading as Direct Line (UKI) unfairly settled his claim on his motor insurance policy after his car was classed as a total loss. UKI are the underwriters of this policy i.e. the insurer. Part of this complaint concerns the a... (3 pages)View decision -
Decision Reference DRN-4821468
22 Jul 2024 AXA Insurance UK Plc UpheldInsuranceDRN-4821468 The complaint Miss B and Mr R complain that AXA Insurance UK Plc (AXA) hasn’t completed repairs to their property properly, and this has led to further damage in their home. What happened In December 2022 Miss B and Mr R made a claim after a burst pipe in their loft damaged ... (3 pages)View decision -
Decision Reference DRN-4748039
22 Jul 2024 POLICY EXCESS INSURE LTD UpheldInsuranceDRN-4748039 The complaint Mr B and Miss B have complained about POLICY EXCESS INSURE LTD (PEX) trading as Nova Direct. They aren’t happy that PEX took payment for a roadside assistance policy when they didn’t go through with purchasing the policy. What happened Mr B and Miss B attempte... (2 pages)View decision -
Decision Reference DRN-4911802
22 Jul 2024 Advantage Insurance Company Limited UpheldInsuranceDRN-4911802 The complaint Mr C has complained about the service he received from Advantage Insurance Company Limited, having made a claim on his motor insurance policy. What happened The background to this complaint is well known to the parties so I won’t repeat the details in full here... (2 pages)View decision -
Decision Reference DRN-4496133
22 Jul 2024 Specialist Motor Finance Limited UpheldConsumer CreditDRN-4496133 The complaint Miss L complains that a car acquired under a hire purchase agreement with Specialist Motor Finance Limited (SMF) wasn’t of satisfactory quality. What happened In September 2022, Miss L acquired a used car from a dealership (E). She didn’t pay a deposit and the... (4 pages)View decision -
Decision Reference DRN-4918176
22 Jul 2024 Aviva Insurance Limited UpheldInsuranceDRN-4918176 The complaint Miss M has complained about the way Aviva Insurance Limited dealt with a claim she made under her Boiler Breakdown Cover policy. What happened Miss M bought a Boiler Breakdown Cover policy with Aviva in 2020 which she renewed each year. In June 2023 Miss M repo... (4 pages)View decision -
Decision Reference DRN-4780442
22 Jul 2024 Charles Street Securities Europe LLP UpheldInvestmentsDRN-4780442 The complaint Mr W complains that he was mis-sold investments by Charles Street Securities Europe LLP (Charles Street) on several occasions between 2005 and 2012. Mr W is being represented with this complaint. But for ease, I will refer to all actions and comments as those ... (11 pages)View decision -
Decision Reference DRN-4455897
22 Jul 2024 IGO4 Partners Limited UpheldInsuranceDRN-4455897 The complaint Dr A complains that IGO4 Partners Limited (“IGO4”) increased the premiums on his car insurance policy as a result of the telematics box score and subsequently cancelled his policy. What happened Dr A took out his telematics car insurance policy with ... (3 pages)View decision -
Decision Reference DRN-4892372
22 Jul 2024 Chetwood Financial Limited UpheldConsumer CreditDRN-4892372 The complaint Mr H complains that Chetwood Financial Limited trading as BetterBorrow (“BB”) lent to him irresponsibly. What happened In November 2021 Mr H applied for a loan with BB. The loan was approved, and Mr H was advanced a loan for £12,000 repayable over 84 months. Mr... (3 pages)View decision -
Decision Reference DRN-4919732
22 Jul 2024 Cover-More Blue Insurance Services Ltd UpheldInsuranceDRN-4919732 The complaint Miss V complains that Cover-More Blue Insurance Services Ltd (“Blue Insurance”) sold her a lifetime pet insurance policy but the terms of the policy were changed, which left her without cover for a condition she wanted to claim for. What happened Miss V took ou... (3 pages)View decision